Director, Administrative Services

at  SE Health

POSITION SUMMARY:

Works collaboratively with the Regional Director and SDC management to develop, implement and evaluate strategies to achieve operation objectives, meet service delivery targets, financial targets and achievement of service standards. Provides direct supervision to administrative managers and other members of the administrative team as appropriate.

QUALIFICATIONS:

• A bachelor’s degree in business management/administration or in a related discipline (equivalent education and experience will be considered
• Experience providing leadership with administrative services
• Knowledgeable re operation activities within a business unit including scheduling, billing, visit verification, customer service etc.)
• Computer skills in Microsoft Office
• Strong written and oral communication
• Familiarity with employee relation
• Exceptional Customer Service skills is essential
• Excellent organizational skills with keen attention to detail
• Creative thinking and problem-solving skills
• Ability to take on, learn and lead new techniques/systems, methods and responsibilities is required.
• Project Management skills is an asset
• Knowledge of Business Information Systems is required
• Demonstrated leadership, motivational and team building skills are required.
  Ability to travel within HNHB ( Hamilton, Niagara and surrounding area) and Markham as needed

• Management of Administrative Team and Staff Development
• Coaches and mentors’ administrative managers and other members of the administrative team and role models leadership skills that staff members should be developing
• Provides leadership and coordination to administrative support staff to ensure operational performance and service targets are met
• Ensure annual and probationary performance reviews are completed for all administrative staff.
• Identify skills and knowledge gaps of admin staff/ team relative to service delivery and organizational needs.
• Identifies and implements professional development opportunities for admin staff
• Set performance expectations of new administrative staff.
• Follows employee relations/labour relations processes and related policies and procedures
• Maintains and fosters effective and timely communication with admin team and with Regional Director.

Operations and Accountability for Results

• Initiates process improvements relative to service delivery needs.
• Ensures delivery of quality customer services by all members of the administrative team
• Monitors productivity of admin staff, analyzes results of productivity reports, seeks opportunities for improvement and efficiencies.
• Develops, supports, implements and evaluates strategies and improvement initiatives relative to the coordination of client services.
• Collaborates with various business teams, SDC managers, Administrative Managers, Directors and RD to achieve business objectives
• Fosters continuous quality improvement by ensuring that efficient and effective administrative systems support excellence in customer service
• Establishes and maintains effective relationships with patients, funders, internal and external partners and employees.

Resource Management

• Utilizes projections in determining and forecasting staffing requirements to meet administrative requirements of the SDC, Global Delivery Centre and Client Contact Centre.
• Manages staff workload and schedules
• Evaluates resource utilization in accordance with operating plan at both an SDC and organizational level
• Monitors staff productivity and drives productivity improvement.

• Interviews, selects and ensures orientation of new administrative staff to meet needs of administrative support services.

  Other Activities

• All other reasonable duties as assigned including but not limited to local and organizational projects.